Client Services Senior Manager | Mckinley West

Teleperformance; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Teleperformance in the Philippines is seeking a senior CRM specialist responsible for developing and implementing customer relationship management expansion and retention strategies. You will work with business development staff during the initial account management period.

Maintains loyalty and segmentation programs. Develops and sustains strategic business relationships with customers to promote organizational awareness and profitable business.

Qualifications

• Strong math ability and MS Excel proficiency.
• Experience managing profit & loss and its components.
• Extensive background in client services.

Responsibilities

• Develop and implement CRM expansion and retention strategies.
• Maintain loyalty and segmentation programs.
• Review and report on customer retention, opportunities, and market trends.
• Build and mentor a team of specialists.

Skills

Math

PNL management

Client Services

Tools

MS Excel

Job description

About the role

Responsible for the development and implementation of customer relationship management expansion and retention strategies. Works with business development staff during the initial account management period. Maintains loyalty and segmentation programs. Develops and sustains strategic business relationships with customers to promote organizational awareness and profitable business. Regularly reviews and reports on customer retention, business opportunities, and market trends. Maintains relationships with high-value clients.

Experienced specialist in one discipline with a thorough understanding of related areas. Often serves as a driving force behind the development of new solutions for programs, complex projects, processes, or activities. Acts as final decision/opinion maker in the area, and coaches, mentors, and trains others in the field of expertise.

Ensures the implementation of short- to medium-term activities within the business area or supports the sub-function in line with departmental strategy. Ensures appropriate policies, processes, and standards are developed and implemented to support tactical direction. Leads a team of specialists, sometimes across several hierarchical levels, with full employee lifecycle responsibility.

About you

• Excellent aptitude in Math and MS Excel
• Expansive experience in PNL management (Profit & Loss Management) and its components
• Extensive background in Client Services
• Interview Requirements: Candidates must have access to a working laptop or PC equipped with a camera and Microsoft Excel.